Friday 21 November 2008
The Big Oxford Computer Co. Ltd.
If you would like to discuss our support services in more detail then please contact Tracy Walker, or Mark Hall on 01865 717770 or use our enquiry form.
After your website or online application is launched, you may need our technical support to make sure everything continues to run smoothly. We provide managed support services to match your needs and expectations. This includes application support services, as well as 24 x 7 x 365 hosting support service agreements.
All web development work from BOCC comes with a 90-day warranty from client handover against programming errors and defects. We guarantee to fix any errors found (although we hope there are few!) during this period free of charge.
So that we can continue to fully support you and your site after this warranty period expires, we encourage our clients to take out a separate annual support services agreement with us. These are based on the amount of time that a client will need on an ongoing basis over a 12-month period. Support agreements are flexible and if you find that you need more time from us, then you can increase the monthly limit as necessary.
Support agreements are provided on a minimum 12-month contract basis that are payable in advance. We typically annualise agreements so that any unused time from previous months are rolled over into the next until the contract expires.
You will be able to submit support incidents to us via our online Helpdesk, as well as escalate any items via our dedicated helpdesk telephone number. Each time that you send us a request it will be given a reference number so that you can track and monitor progress via our secure online interface.
BOCC will investigate and provide a solution to submitted queries within the agreed service level agreement (SLA), of a maximum response time of 8 working hours.
Application support services are available from 09:00 until 17:30 Monday to Friday, excluding public holidays and the period between Christmas and New Year.
